We are looking to implement an additional timestamp in our reporting for when an issue has been fixed, but the ticket cannot yet be solved.

An example would be:

Technical issue occur and a ticket is created
Work is carried out to fix the issue
The technical issue is fixed
There are follow up actions to be made by the services team to fully remediate/resolve the issue and its impact it's had
Once those actions are completed, the ticket is solved

So in this scenario there are 3 important timestamps: Ticket created, Issue fixed, Ticket solved

This can be achieved by either creating a custom field, which then could be implemented as a custom metric in Explore, to report on the timestamp or time lapsed between these different events. Alternatively Custom Statuses could be implemented to also set a custom timestamp.

However, I have been told it is not currently possible to report on these custom metrics (or custom statuses) in Business Hours, which is a requirement for us as we use business hours for pretty much all our time metrics, and it's how our SLAs are set up in most cases.

I'd like to request the ability to report on custom metrics/statuses timestamps in business hours.

Thanks